Technical Customer Success

• Lead and develop the 2nd-level technical support team, including KPI management, coaching, and workforce planning.
• Handle and coordinate escalated technical issues, particularly those involving payment terminals.
• Serve as the primary point of contact for complex technical cases.
• Work closely with 3rd-level support and product development.
• Optimize support processes and reduce resolution times.
• Maintain technical documentation and knowledge bases.
• Handle escalated customer inquiries professionally.
• Ensure clear, customer-focused communication.
• Analyze and report on ticket volumes, resolution times, and customer satisfaction.

2nd-Level Technical Support Manager

• Guide new customers through the full customer journey
• Enable customers to maximize product value and security through technical demos, Proofs of Value (PoVs), email attack simulations, and onboarding
• Maintain strong customer relationships and anticipate issues early
• Manage and drive satisfactory resolutions of customer issues
• Interface with customers and the product development team to identify customer needs and turn them into value-adding product features
• Analyze production problems to find and mitigate root causes
• Work at the intersection of engineering, customer success, and sales

Technical Customer Success jobs in Switzerland

2nd-Level Technical Support Manager

Customer Success Engineer, Cyber Security